Call Center Supervisor

LHH; Austin (TX); On-site; USD 110,000 - 150,000; Full time

Job summary

LHH in Austin or Dallas is seeking a Senior CCAS Administrator to lead a hands-on, technical CCAS platform and its Salesforce integration, focusing on business outcomes rather than routine tasks.

The role supports a large outbound contact center and 330-340 agents across 3 locations, with 70–80% outbound activity and hours spanning 8:00 AM to 9:00 PM. You will mentor 2–3 junior admins and drive reporting and data analysis.

Qualifications

• Hands-on CCAS platform administration required.
• Outbound dialing strategies and optimization experience.
• Support for large-scale contact center environments.
• Ability to mentor 2-3 junior administrators.
• Business-focused mindset linking tech decisions to KPIs.

Responsibilities

• Oversee campaigns, reporting, SMS, chat, and platform integrations.
• Lead and mentor junior administrators.
• Analyze operational data to improve contact rate and conversions.

Skills

CCAS platform administration

Outbound contact center

Salesforce integration

Leadership

Data analysis

Excel

Pivot tables

Tableau

Five9

Troubleshooting

Tools

Five9

NICE inContact

Talkdesk

Salesforce

Job description

Role Overview

The Senior CCAS Administrator will be a hands‑on technical leader responsible for managing and optimizing the organization’s contact center platform and its integration with Salesforce.

The role is not simply an administrator position. The ideal candidate needs to understand the business impact of our platform, identify opportunities for improvement, and bring solutions rather than simply execute assigned tasks.

Primary focus:

• Outbound contact center operations
• CCAS administration and optimization
• Leadership of junior administrators
• Reporting and data analysis
• Improving contact rate and conversion performance

Must-Have Qualifications

CCAS / Contact Center Experience

• Strong hands‑on experience administering a CCAS/contact center platform
• Significant outbound contact center experience
• Understanding of outbound dialing strategies, modes, configurations, and optimization
• Experience supporting a large-scale contact center environment

Leadership

• Experience leading or mentoring 2-3+ junior administrators
• Ability to provide direction, coaching, and technical leadership
• Must be comfortable being hands‑on while also providing leadership
• Potential to eventually coordinate the broader Salesforce administration team
• Must understand how CCAS platforms integrate with Salesforce
• Understand how work items are managed in Salesforce and actioned through the CCAS platform
• Candidates without Salesforce/CCAS integration knowledge may struggle in the role

Technical/Data Skills

• Strong Excel skills are required
• Ability to:
• Extract and validate Five9/contact-center data
• Build pivot tables
• Analyze operational data
• Tableau is currently used for reporting, but the candidate cannot rely exclusively on Tableau

Business Orientation

• Able to connect technology decisions to business outcomes
• Proactive problem solver who brings solutions
• Understands how CCAS configuration affects operational KPIs
• Must understand contact rate, which is the primary KPI

CCAS Platform Experience

Five9 is preferred but NOT required.

Candidates with platforms such as:

• Five9
• NICE inContact
• Talkdesk
• Other comparable CCAS platforms

Should be considered if they demonstrate strong outbound contact-center, leadership, and integration experience.

The organization operates a large outbound-focused contact center:

• 330-340 agents
• 3 locations
• Approximately 70-80% outbound
• Operating hours span approximately 8:00 AM Central through 9:00 PM Pacific
• Not a 24/7 operation

The administrator will eventually be responsible for areas including:

• Campaigns
• Reporting
• SMS
• Chat
• Platform integrations
• Potential AI-enabled SMS initiatives

The candidate needs to understand the underlying technology and operational processes, even as new AI capabilities are introduced.

The Senior Administrator is expected to work a standard daytime schedule.

Reporting

• The selected candidate will ultimately report to Director of IT
• Robert is currently supporting the search and candidate-selection process

Location:

• Austin or Dallas
• Must be onsite

Schedule:

• Standard daytime/9-to-5 schedule is acceptable
• Must be willing to:
• Stay later when necessary
• Check in/work occasional weekends as needed
• This is not a dedicated 24/7 weekend on-call position